topic Broadband down in Account & Billing

Broadband down

Ryan165 — Wed, 06 Aug 2025 07:18:54 GMT

My sky broadband was down for three weeks continuously complained about it, apparently I got declined for compensation and they charged me for the whole month, I rang them they muted call and left running, they've just also added sky news for £20 a month when I did not have anything to do with that any ideas what I can do about this?

Re: Broadband down

Daniel0210 — Wed, 06 Aug 2025 07:22:10 GMT

@Ryan165 wrote:

My sky broadband was down for three weeks continuously complained about it, apparently I got declined for compensation and they charged me for the whole month,

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

I rang them they muted call and left running, they've just also added sky news for £20 a month when I did not have anything to do with that

Not sure what you mean by that. Sky News does not cost £20pm. What Sky TV subscription do you actually have?

Re: Broadband down

caesarome — Wed, 06 Aug 2025 09:06:51 GMT

@Ryan165

There must be more to this than what you have posted here because if you have broadband working again then you should qualify for automatic compensation credit so did you ask why they told you that you do not qualify?

Re: Broadband down

Ryan165 — Wed, 06 Aug 2025 11:38:52 GMT

I phoned then and they said because it came only randomly for a couple minute each day im not entitled to compensation

Re: Broadband down

Daniel0210 — Wed, 06 Aug 2025 11:40:31 GMT

@Ryan165 wrote:

I phoned then and they said because it came only randomly for a couple minute each day im not entitled to compensation

@Ryan165

That would explain it then. It has to be a total loss as explained in my earlier post.

Re: Broadband down

MarkGoldsmith — Wed, 06 Aug 2025 11:41:55 GMT

@Ryan165 wrote:
I phoned then and they said because it came only randomly for a couple minute each day im not entitled to compensation

That would be correct, as the Ofcom compensation scheme is for when there is a total loss of service for a couple of days. In situations like this it would be down to Sky's own discretion whether they chose to give any form of compensation.

Re: Broadband down

Ryan165 — Thu, 07 Aug 2025 09:33:18 GMT

But when I phoned up when it was down they said I was going to be compensated, it only came on for 2 mins every couple of days im not a Con man I I believe if I'm gonna be paying £70 a month for internet I at least expect it to work not to get robbed, every single month I have a problem with the [removed] service I pay £200 a month for my sky bills I shouldn't have to ring up every month of some stupid problems

Moderator notes: Removed smut

Re: Broadband down

Daniel0210 — Wed, 06 Aug 2025 11:47:23 GMT

@Ryan165

£70 for broadband seems extremely high. Has your minimum term discounted deal ended?

Re: Broadband down

Ryan165 — Wed, 06 Aug 2025 12:30:40 GMT

Then why would they agree to compensation when the problem occurred, just to shut me up? If they agreed to it then they should just compensate me not just say it then go against it, when I phoned them they left the call on and just muted it, I left the call like that for 10mins still nothing I don't understand why I would get treated like this I've always paid my bill on time, I don't agree with being manipulated into being quiet while the problem occurred saying I'll get money back.

Re: Broadband down

Ryan165 — Wed, 06 Aug 2025 12:33:36 GMT

Re: Broadband down

Ryan165 — Wed, 06 Aug 2025 12:33:58 GMT

Re: Broadband down

Ryan165 — Wed, 06 Aug 2025 12:34:18 GMT

Re: Broadband down

Mark39 — Wed, 06 Aug 2025 12:34:45 GMT

@Ryan165 while you're not entitled to automatic compensation, you could raise a complaint on the basis that you were told you would receive compensation of some sort. That's discretionary, as others have posted.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Broadband down

Ryan165 — Wed, 06 Aug 2025 12:35:42 GMT

I don't understand why my bill is so high every time I try and talk to sky it's more hassle or i cant understand what they are saying if I'm doing something wrong then please tell me because when I speak to them they speak over me and always tell me im wrong

Re: Broadband down

Mark39 — Wed, 06 Aug 2025 12:38:41 GMT

@Ryan165 your payment here failed, therefore £87.22 outstanding was carried forward to your next bill.

Re: Broadband down

Ryan165 — Wed, 06 Aug 2025 13:03:30 GMT

It's outstanding because I'm refusing to pay for it while they promised me compensation month or 2 ago why should i pay when they promised me discount

Re: Broadband down

Ryan165 — Wed, 06 Aug 2025 13:05:50 GMT

Thank you